Phoenix Customer Service Representative

AHCCCS Arizona Health Care Cost Containment System

Accountability, Community, Innovation, Leadership, Passion, Quality, Respect, Courage, Teamwork

The Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid agency, is driven by its mission to deliver comprehensive, cost-effective health care to Arizonans in need. AHCCCS is a nationally acclaimed model among Medicaid programs and a recipient of multiple awards for excellence in workplace effectiveness and flexibility.

AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. Among government agencies, AHCCCS is recognized for high employee engagement and satisfaction, supportive leadership, and flexible work environments, including remote work opportunities. With career paths for seasoned professionals in a variety of fields, entry-level positions, and internship opportunities, AHCCCS offers meaningful career opportunities in a competitive industry.

Come join our dynamic and dedicated team.

Job Location:

150 North 18th Avenue Phoenix, Arizona 85007

IN OFFICE POSITION

Salary: $33,519

Grade: 15

FLSA Status:
Non-Exempt

Closing Date:
August 31, 2026

This position supports Division of Member and Provider Services (DMPS) operations by working directly with customers, researching case or customer data, reviewing information received, scanning, and entering data using various computer applications and assisting office personnel with case information and office administrative duties.

• Resolve customer issues. Interact with customers in-person, on the telephone, in a call center or via email. Route customer inquiries to the proper DMPS employee or resource and make appropriate referrals when necessary. Support all AHCCCS programs.
• Review, analyze, manage and process all DE202s and DE201s. Research and process hospital applications. Contact multiple facilities and the departments within those facilities and complete applications by finding the admissions and expected discharge dates and demographic information on applicants.
• Categorization of documents. Review all documents to make sure they are complete & accurate, needed for eligibility determinations, and then route appropriately. Prepare, scan and validate documents for Docu Ware. Input and sort the proper documentation in HEAplus.
• Process incoming and outgoing regular mail and emails. Send out notices for hearings, Requests For Information (RFI), Voter Registration forms and packets that go to DES/DDD. Collect data from sources when applicable and register applications. Consult with staff to ensure correct documents are mailed. Document information from customer contact and from electronic or paper applications into HEAplus.
• Maintain various data logs. In field office locations, log and monitor State vehicle usage. Coordinate maintenance and repairs with ADOT and central AHCCCS office. Coordinate physical office maintenance.
• Actively participate in the Arizona Management System (AMS) initiative within the unit, division and agency. Creating and embracing a culture of teamwork supporting the agency, division and office visions, values, goals, and AMS efforts.

• A call center environment.
• Computer systems to include email, word processing, Microsoft Office, HEAplus, PMMIS, Docu Ware, Right Fax.
• Medicaid and general eligibility and enrollment criteria and overall services available through AHCCCS and DES.
• Basic office and clerical procedures and practices.
• Customer service techniques.
• Arizona Management System.

• Verbal and written communication.
• Service orientation.
• Problem solving and decision making.
• Concise communicating to effectively explain basic program information.
• Phone etiquette.

• Follow through completing customer issues using logic and reasoning to find solutions.
• Effectively communicate in written and verbal form.
• Review data for accuracy.
• Summarize and document.
• Listen and respond appropriately.
• Utilize rules, policies and procedures.
• Effectively communicate case actions taken and document case comments.
• Research.
• Apply customer service techniques; empathize and calm individuals and limit the escalation of issues.
• Adjust to various volumes of work.
• Establish and maintain effective working relationships.
• Work in an inbound automatic call distributor (ACD) environment.

Minimum: One year of experience in a multi-functional customer service environment.

Preferred: Experience working in the medical eligibility enrollment, claims processing or claims customer service. Bilingual (Spanish) a plus.

• Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any…